Service Level Agreement (SLA)

vX Services are backed by the following Service Level Agreements (SLA) and allows the Customer to receive credits set forth below if one or more SLAs objectives are not achieved.

In this SLA, the following terms are defined as:

  • “Data Center” means the physical location where vXchnge houses computer systems and associated components.
  • "Data Center Availability” means all the time in any calendar month the Data Center is available to visit, not to include Scheduled Downtime.
  • “Data Center Downtime” means any interruption in the Data Center Availability guaranteed in Section 3.1., not to include Scheduled Downtime.
  • “Force Majeure” means an act of nature (including fire, flood, earthquake, storm, hurricane or other natural disasters impacting data centers), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalization, government sanction, blockage, or embargo.
  • “Power” means the physical electricity delivered to the Customer within the Data Center.
  • “Power Downtime” means any interruption to the Power delivered to the Customer within the Data Center guaranteed herein.
  • “Environment” means the recorded ambient temperature in front of the cabinet.
  • “Environment Downtime” means a change in the recorded ambient temperature that is outside of the ASHRAE Recommended Temperature Guidelines range maintained in front of the cabinet.
  • “Service Agreement” shall mean the agreement for Services executed by both vX and Customer.
  • “Service Outage” shall mean any Data Center, Power or Environment downtime.
  • “Services” shall have the meaning ascribed herein.

All credits described below are subject to the following rules and conditions:

  1. Colocation contract must be for a minimum of twelve (12) months in duration, and no credits will be issued to Customers that have a month-to-month service.
  2. The total amount of credit per month is limited to the Monthly Recurring Charge (MRC) for the affected services.
  3. To be eligible for any credit, Customer MUST contact vX customer service at (800) 553- 1829 or submit a ticket using in\site within forty-eight (48) hours of the event. A ticket MUST be opened to be considered for any credit.
  4. vX will use every reasonable commercial effort to confirm a missed SLA, and no credit will be issued unless it is confirmed by vX.
  5. The Customer will also be responsible for assisting vX in the restoration of service, including but not limited to, allowing access to customer equipment, engaging in network diagnostics, providing necessary data and providing LAN support personnel. Failure to do so may void the credits on the affected breach.
  6. No credits will be made if failure is attributed to reasons of Force Majeure.
  7. No SLA credits will be awarded to Customers with delinquent or non-current account payment status.
  8. SLA outages as a result of previously scheduled maintenance are not eligible for SLA credit. A minimum of forty-eight (48) hours advance notice will be provided for all scheduled maintenance. Any SLA not achieved as a result of scheduled maintenance with less than forty-eight (48) hours notice is considered unscheduled and is eligible for SLA credits.
  9. Outages attributed to coordinated Denial of Services (DOS) beyond the control of vX and against the vX network or Customer's network will be excluded from SLA credits.
vX\defend Service Availability Guarantee SLA Credit

vX\defend Service Availability guarantee is 100%

vX\defend Service Availability Guarantee is defined as the availability, over a 30-day period, of IP connectivity between the Customer's access port and at least one upstream Internet Service Provider for the Customer to send/receive traffic to/from the Internet. It includes vX switches, routers, and physical cables between Customer's access port and vX switches. Additionally, it includes the Customer's Primary DNS zones availability.

The Guarantee does not include customer-caused outages or disruptions, Customer's equipment or application failures, the performance of Internet Networks controlled by outside Companies, failures within ISP networks or within the Internet, DDoS attacks, Customers not using redundancy mechanisms provided by vXchnge (i.e. dual handoffs, dual BGP sessions, virtual default gateway), Customer's patch cable failures, traffic exchange points outside of the control of vX, or scheduled maintenance activity.

One (1) day of MRC for the first 120 minutes.

Four hours (4) of MRC for every 60 minutes after 120 minutes.

 

vXdirect Cogent Network Latency Guarantee Credit

The monthly average Network Latency for packets carried over the COGENT Network between backbones for the following Regions is as specified below:

Intra-North America: 45 Milliseconds or Less

Intra-Europe: 35 Milliseconds or Less

New York to London (Transatlantic): 85 Milliseconds or Less

Los Angeles to Tokyo: 125 Milliseconds or Less

Network Latency (or Round-trip time) is defined as the average time taken for an IP packet to make a round trip between Backbone Hubs within the regions specified above on the COGENT Network.  COGENT monitors aggregate latency within the COGENT Network by monitoring round-trip times between a sample of Backbone Hubs on an ongoing basis.  

 After being notified by Customer of Network Latency in excess of the rates specified above, COGENT will use commercially reasonable efforts to determine the source of such excess Network Latency and to correct such problem to the extent that the source of the problem is on the COGENT Network.

If Cogent fails to remedy such Network Latency within (2) hours of being notified of any excess Network Latency and average Network Latency for the preceding 30 days has exceeded the rates in the detailed in the table.

One (1) day of MRC.

From the period of time of notification by the Customer until the average Network Latency for the preceding 30 days is less than the times indicated.

 

vXdirect Cogent Network Availability and Notification Credit
If the customer experiences un-scheduled Network Unavailability for a DireXConneX Cogent service for more than 15 consecutive minutes.

One (1) day of MRC

for each cumulative hour of Network Unavailability in any calendar month.

 

vXdirect Cogent Packet Delivery Guarantee Credit

Packet Loss is defined as the percentage of packets that are dropped between Backbone Hubs on the Cogent Network. Cogent monitors this aggregate packet loss on an ongoing basis, and compiles the collected data into monthly average packet loss measurement for the Cogent Network.

If Service Provider fails to remedy within three (3) hours of being notified of any Packet Loss and upon request of the customer.

One (1) day of MRC after 180 minutes.

Four hours (4) of MRC for every 60 minutes after 120 minutes.

 

vX IP Service Availability Guarantee SLA Credit

vX IP Service Availability Guarantee is 99.999%

vX IP Service Availability Guarantee is defined as the availability, over a 30-day period, of IP connectivity between the Customer's access port and the last egress router before packets are handed to the upstream provider. It includes vX switches, routers, and physical cables between Customer's access port and vX switches. Additionally, it includes the Customer's Primary DNS zones availability.

It does not include customer-caused outages or disruptions, Customer's equipment or application failures, the performance of Internet Networks controlled by outside Companies, DDoS attacks, Customer's patch cable failures, or traffic exchange points outside of the control of vX.

One (1) day of MRC after the first 6 up to 120 minutes.

 

Four hours (4) of MRC for every 60 minutes after 120 minutes.

 

vX Power Guarantee SLA Credit

Power SLA Standard:

vX guarantees that AC power will be available to the Customer's equipment in its colocation space 100% of the time.

AC Power Availability SLA Process:

Customer must have equipment capable of utilizing dual power sources and equipment must be plugged directly into both the primary power strip and the redundant power strip.   Customer must not permit power consumption to exceed the power rating identified in the Service Agreement or Service Amendment including customer overload or negligence and all equipment must be UL approved. Cabling used by Customer must meet national electrical and fire standards and any specifications provided by vX.

"Power Downtime" consists of the number of minutes that power was not available at a given point in time at the Customer's Data Center Service cabinet to the primary outlet or redundant outlet. Power Unavailability will not include unavailability resulting from (a) any Customer circuits or equipment, (b) Customer's applications or equipment, or (c) acts or omissions of Customer or any use or user of the service authorized by Customer.

One (1) day of MRC for each instance within a twenty-four (24) hour period.

 

 

vX HVAC Guarantee SLA Credit

vX guarantees over a 24-hour period an average ambient temperature in the front of a cabinet’s environment, in accordance with ASHRAE Recommended Temperature Guidelines. vX does not guarantee temperatures within specific closed cabinets or private suites.

Should vX fail to correct the HVAC Guarantee within forty-eight (48) hours, after Customer's notification, vX will credit Customer the specified SLA credits.

One (1) day of MRC for each twenty-four (24) hour period where the average ambient temperature is not in compliance.

 

vX Information Technology Asset Management (ITAM)  Credit
The Information Technology Asset Management Asset (ITAM) product is not covered under any SLA and is provided strictly on an as-is basis. Product availability is not guaranteed. Asset status accuracy is not guaranteed.  N/A

 

 

vX DRaaS Service Availability Guarantee SLA Credit

vX DRaaS  Service Availability Guarantee is 99.9 % Availability

 

vX Storage Service Availability Guarantee is 99.9 % Availability

 

vX Virtual Equipment Service Availability Guarantee is 99.9 % Availability

 

vX Licensing Service Availability Guarantee is 99.9 % Availability

 

vX Virtual Desktop Portal Service Availability Guarantee is 99.9 % Availability

 

vX Virtual Desktop Service Availability Guarantee is 99.9 % Availability

 

vX DRaaS Service Availability Guarantee is defined as the availability, over a 30-day period, of Cloud services between the Customer's access port and the End point of cloud services being offered by vXchnge. Connections and services outside of vXchnge control are not included in the SLA guarantee. It includes vX switches, routers, and physical cables between Customer's access port and vX switches. Additionally, it includes the Customer’s Primary DNS zones availability.

 

The Guarantee does not include customer-caused outages or disruptions, Customer's equipment or application failures, the performance of Internet Networks controlled by outside Companies, failures within ISP networks or within the Internet, DDoS attacks, Customers not using redundancy mechanisms provided by vXchnge, Customer's patch cable failures, traffic exchange points outside of the control of vX, or scheduled maintenance activity.

 

 

 

 

 

 

 

10% of MRC of affected device per 30 minutes increment of downtime, up to 100%.

 

vX SECaaS Service Availability Guarantee SLA Credit

 

SECaaS Service Availability Guarantee is defined as the availability, over a 30-day period, of Cloud services between the Customer's access port and the End point of cloud services being offered by vXchnge. Connections and services outside of vXchnge control are not included in the SLA guarantee. It includes vX switches, routers, and physical cables between Customer's access port and vX switches. Additionally, it includes the Customer’s Primary DNS zones availability.

 

The Guarantee does not include customer-caused outages or disruptions, Customer's equipment or application failures, the performance of Internet Networks controlled by outside Companies, failures within ISP networks or within the Internet, DDoS attacks, Customers not using redundancy mechanisms provided by vXchnge, Customer's patch cable failures, traffic exchange points outside of the control of vX, or scheduled maintenance activity.

 

 

       Type

Initial Contact or Response

Escalation

Severity 1

Within fifteen (20) minutes

Within one (1) hour

Severity 2

Within thirty (50) minutes

Within two (2) hours

Severity 3

Within one hundred and twenty (120) minutes during business hours only

Within four (4) hours during business hours only

 

 

 

 

 

 

 

 

100% of MRC of managed device. Not to exceed 10% of total MRC for contract

 

 

 

 

SECaaS SLA-Specific Exclusions and Stipulations
  • Client Contact Information
    • Client is solely responsible for providing Ideal with accurate and current contact information for Client’s designated contacts. The current contact information on record is available to authorized contacts through the Client service portal. Ideal will be relieved of its obligations under this SLA if Client contact information is out of date or inaccurate due to Client action or omission.
  • Client Change Notifications
    • Client is responsible for providing Ideal advance notice regarding any network and server changes. Client is required to provide Ideal with notification of changes within two (2) business days after said network or server changes. Notification is completed by the submission of a ticket through the Client service portal. Failure to notify Ideal as stated forfeits any Service Level Credits directly related to the Client-induced change.
  • Travel and On-Site Resources
    • If the Event response requires on-site support and engagement, whether due to Client requirement, request, or the nature of the Event, this time will not be counted toward the SLA response commitments.
  • Interruptions or Times of Applicable Service degradation
    • In addition to other exclusions stated in this SLA or the Agreement, SLA remedies will not apply in the event that a device or service is unavailable or impaired due to any of the following:
  • Negligence, error, or omission of Client or others authorized by Client
  • Any period when Client elects not to release the service for testing and/or repair and continues to use it on an impaired basis
  • Failure of CPE components not covered by a managed services agreement
  • Events occurring after Ideal reasonably believes it has restored a particular service and is unable to contact the designated Client contact
  • Polling is not available as a result of Client running at 100% bandwidth capacity
  • If Client makes its own configuration changes to its device causing network outages and/or issues